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Overview
A well-designed quality management program is far more than call monitoring
and agent scorecards. It streamlines operations by reducing escalations,
transfers, errors, and email turnaround times-while increasing documentation
rates, customer satisfaction, and Net Promoter Scores. Done right, quality
management can even reduce the time callers spend in touch-tone menus or
with front-end bots and AI agents.
Is your center's quality function delivering this level of impact? Is QA
accountable for deep analysis, measurable continuous improvement, and a financial
return on quality monitoring time? If not, it can be. And it should be.
In this hands-on boot camp, attendees will learn to lead a full-scale quality
program, from strategic planning to managing daily execution. Topics include
setting quality policy, identifying goals, conducting stakeholder analyses,
drafting SOPs, and designing form components and scoring methodologies. On
the operational side, attendees will learn how to design and use quality
definitions documents, establish appeal processes, communicate QA findings
to trainers, ensure consistent scoring across monitors, deliver skills coaching
that works, and leverage a metric scorecard for the quality management function
that ensures accountability and high performance.
Participants will work through all of these activities during the course,
producing valuable new materials and advancing their own professional impact.
We'll explore the expectations of the most important stakeholder --the caller
-- and examine what scientific research reveals about how quality is assessed
in the caller's mind. Attendees will draft monitoring criteria in class to
ensure agents meet or exceed those expectations.
Who Should Participate
The Certified Quality Management Professional (CQMP) certification
boot camp is a strategic leadership course designed for quality managers,
supervisors, executives, analysts, trainers, coaches, and others responsible
for establishing continuous quality improvement within the contact center.
Quality monitors whose primary function is to listen to and score calls should
attend he Certified QA Monitor (CQAM) training course.
Because the Certified Quality Management Professional Boot Camp defines
quality roles and responsibilities more broadly than many organizations currently
do, cross-functional participation is recommended. When professionals from
QA, training, operations, coaching, and analytics attend together, they build
a shared understanding of terminology, methods, and expectations that strengthens
collaboration and long-term results.
CQMP certification includes completion of a real-world performance improvement
project, supported by an executive business case. Cross-functional alignment
increases the likelihood that project proposals will be understood, endorsed,
and successfully implemented.
In-House Group Training Option
On-site instructor-led delivery of the CQMP boot camp becomes more economical
as the size of the group increases. If a number of professionals would benefit
from attending the CQMP course, consider scheduling a private session at
your location. More information on arranging on-site private
training is provided below.
Prerequisites
Attendees should possess a basic understanding of what a call center is,
basic call center terminology, and fundamental call center quality monitoring
concepts. Course materials are in English, and attendees must possess a high
level of English fluency.
Learning Objectives
Attendees will learn how to:
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Define a formal quality policy and communicate expectations across stakeholder
groups.
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Assess quality maturity across key operational areas and conduct a comprehensive
SWOT analysis to guide strategy and contingency planning.
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Launch quality initiatives using structured stakeholder analyses and targeted
communications
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Anticipate and address common agent concerns about monitoring and quality
feedback.
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Integrate quality analysis into process improvements and knowledge bases
authoring.
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Correlate internal QA results with external customer satisfaction data to
uncover unmet needs and preferences.
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Create objective monitoring definitions and calibration protocols to ensure
objectivity, consistency and transparency.
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Implement best practices for what to monitor, how often, how much, and by
whom.
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Develop performance metrics and a balanced scorecard to objectively report
quality team efforts and achievements
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Experience what skills coaching is (and is not) and exactly what to do to
plan and execute effective coaching sessions.
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Facilitate coaching sessions that build confidence, change behavior, and
positively impact quality and the customer experience.
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Foster collaboration across quality management, quality assurance, training,
coaching, and SOP authoring for synergistic performance gains.
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Capitalize on scientific research results that explain exactly how customers
perceive quality.
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Accumulate monitoring data that will propel tomorrows most powerful
performance improvement information.
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Unleash an infectious, motivating and supportive quality-managed culture
that dispels the "big brother" image, raises morale, and reduces turnover.
Deliverables and Take-Home Tools
In-class materials and take-home tools include:
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Comprehensive course manual (an excellent post-training reference tool)
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Quality Management Program capability maturity model assessment tool
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Quality management forms and templates
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Communication style profiling tool
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Standard Operating Procedures (SOPs) template
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Quality Definitions Document Template
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Discussion planner for post-monitoring coaching discussions
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Quality monitoring form examples
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Employee job satisfaction and commitment assessment survey tools
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Communication styles cheat sheet for use during coaching conversations
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Real-time communication style profiling flowchart
Detailed Course Outline
Chapter 1 Quality Policy, Assessment, and Strategy
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Quality Management (QM) and Quality Assurance (QA) differentiated
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Establish the organization's Quality Policy
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Identify stakeholder groups
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Document the organization's quality commitments to each stakeholder group
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QM critical success factors
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Quality monitoring volumes and frequency
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Continuous Quality Improvement Cycle Frequency
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Organizational commitments
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Upper management commitment to fund and support
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Workforce management commitment to scheduling coaching and training time
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The quality management process, in brief
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Establish quality policy
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Determine quality goals and objectives of stakeholders
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Define, document and communicate quality standards
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Evaluate front-line professionals' compliance with quality standards
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Objectively measure quality and report trends and progress
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Initiate and coordinate activities that drive quality improvement
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Quality, Quality Assurance, Quality Score, and Standard Operating Procedures
defined
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Complete a Quality Capability Maturity Assessment
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Identify quality management process areas ripe for improvement
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Complete a Quality SWOT
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Document strategies to
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Protect and enhance quality management strengths
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Standardize processes to overcome quality weaknesses
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Identify opportunities superior quality presents and develop strategies to
pursue them
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Identify threats poor quality creates, strategize ways to guard against negative
outcomes, and brainstorm contingency plans
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Document the quality vision and mission statements
Chapter 2 Call Center Metrics Review
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Define and review front-line performance metrics that impact quality and
can be influenced by quality standards.
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Efficiency metrics
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Talk Time
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Hold Time
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After Contact Work / Wrap-up
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Average Handle Time
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Capacity metrics
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Speed of Answer
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Service Level
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Attrition Rate
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Cost of Attrition
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Effectiveness metrics
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Quality Score
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Customer Satisfaction Score
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Employee Job Satisfaction Score
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Error Rate
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First Contact Resolution Rate
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Conversion Rate
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Productivity metrics
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Transfer Rate
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Escalation Rate
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Documentation Rate
Chapter 3 Stakeholder Analyses
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Determine stakeholder groups
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Internal contact center stakeholders
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Internal organizational stakeholders
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External stakeholders impacted by the contact center's quality and success
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External indirect stakeholders with an interest in the quality the contact
center provides
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How to conduct a stakeholder analysis for each stakeholder group
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How to select and prioritize stakeholder-preferred quality components
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Prepare the Quality Stakeholder Development Plan documents,
identify/assess/determine
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Potential financial and staffing contributions
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Specific objectives
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Proposed quality attribute
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Call center impact classification
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Relative priority
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Appropriate quality scoring scale
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Weighting factor recommendation
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Implementation workplan tasks
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Quality Management communication tasks
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How to communicate quality benefits to executive management
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Quantifying corporate and organizational contributions and costs
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Raising stakeholder and customer awareness
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Reporting quality achievements to agents
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How to communicate quality-driven benefits to customers/callers
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How to anticipate and address staff concerns
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QA process transparency
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Potential for quality monitor bias
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Objective vs. subjective scoring
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Freedom from analyst preconceptions
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Consistency in scoring
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Elimination of favoritism
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Value to CSRs
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Impacts on agent stress
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QA data sample fairly reflects agent's typical performance
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Calculate quality monitoring cost per call
Chapter 4 Customer Perceptions of Quality
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Differentiate contact center quality and customer satisfaction
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Quality defined, from the caller perspective
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Describe and discuss factors influencing customer satisfaction
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General expectations
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Caller characteristics
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Service characteristics
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Agent characteristics
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Define quality monitoring criteria to encourage agent characteristics and
behaviors callers associate with high quality, in each of the following areas:
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Adaptability
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Pace
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Adaptive Communication
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Attitude
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Knowing and understanding the caller
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Self-efficacy
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Reliability
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Commitment to quality and customer satisfaction
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Explanation
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Empathy
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Empowerment
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Competence
Chapter 5 Affective Commitment & Quality
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Occupational psychology research in the call center industry - what the science
tells us about creating a quality culture
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How agent job satisfaction and customer satisfaction are correlated
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How agent job satisfaction and quality are correlated
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Management practices that increase agent job satisfaction but decrease quality
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Incentives that unwittingly decrease agents' commitment to quality
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Three types of organizational commitment, and which one drives quality in
contact centers
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Drivers of affective commitment correlated with high-quality agent performance
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Assessing/Surveying team members affective commitment
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What science says about money as a motivator
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How and when standardization and management control can negatively impact
quality
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Management models that impact quality, absenteeism and attrition
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Establish quality metric reward programs
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Popular contact center awards and rewards
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Benefits and pitfalls
Chapter 6 Quality Assurance (QA) Processes
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Establish the quality requirements for your contact center
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Goals and quality components that fulfill:
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Customer focus
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Compliance focus
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Strategic focus
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Efficiency focus
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High impact focus
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Alternate methods for presenting quality monitoring standards and how each
is utilized
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Standard operating procedures
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Quality monitoring definitions
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Guidelines
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Levels of monitoring detail
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Designing a quality monitoring form - Anatomy
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Capturing the most important identifying data attributes for future quality
analyses
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How to determine and categorize characteristics of a call that lead to quality
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Defining categories, components and guidelines
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Form designs: checklist methods, weighted checklist scoring, sliding scale
performance scoring
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Choosing the right quality monitoring scoring system: compliance vs. performance
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Developing a weighted scoring system
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How and when to make and communicate changes to the weighting scheme
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Setting quality score targets that motivate everyone.
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When to use auto-fail
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Establishing quality team responsibilities and parameters
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Who monitors
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3 approaches for determining the volume of calls to be monitored
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7 monitoring methods, for all sizes and levels of technology
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4 means of selecting calls to be monitored
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Determining the timing of call monitoring activities
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Quality program metrics and performance evaluation standards
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Measuring performance of the quality monitoring process
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Measuring the performance of quality monitors, trainers and coaches with
metrics
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Implementing a coaching and feedback loop for continuous improvement
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The who, how, and when of providing effective monitoring feedback
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The calibration process
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Who should and should not participate in the calibration session
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Determining the frequency of calibration meetings
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Critical tools for conducting calibration sessions
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Calibration mathematics
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How to set a standard deviation target
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The process for updating quality definitions and guidelines
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How to express changes to scoring standards and guidelines positively
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The current state of quality monitoring software and capabilities
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Quality assessment needs and quality product capabilities
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AI tool capabilities, advantages, shortcomings and pitfalls
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Call recording, transcription, AI, documentation summaries, and sentiment
arc analysis
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How to use quality scores as a marketing tool with key stakeholders
Chapter 7 - Communicating for Continuous Quality Improvement
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Benefits of communication style assessment
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Assess your own communication style
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Assess others communication styles from
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Pace, volume and tonality
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Formal or casual approach
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Humor style
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Conflict style
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Preference for summarized or detailed information
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Mental organization
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Body language
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Adaptive communication techniques
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How to profile a team members preferred communication style in
real time
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Adapting to each team members' specific communication style
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Adjusting your tone
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How to open the conversation
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Interacting
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Responding to concerns
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Getting a commitment
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Avoiding conflicts due to communication style differences
Chapter 8 Coaching for Continuous Quality Improvement
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Fundamentals of coaching
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Performance coaching vs. career coaching
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Your coaching role within the call center
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Differences between coaching, critiquing, feedback and performance reviews
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How to create a coaching culture
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Qualities of an effective coach
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Perform a coaching self-assessment
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Assess your coaching fears and learn how to overcome them
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Common coaching mistakes and strategies for avoiding mistakes
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How to define and prepare for a coaching session
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Pre-coaching phase preparation
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Data you must bring to the coaching session
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Preparing the coaching situation statement
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Determining a team member's disposition toward coaching
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The four dispositions
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Appropriate coaching strategies
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Determining an appropriate investment in coaching time
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Selecting a coaching method and preparing for responses
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Different types of coaching conversations and how to correctly conduct each
for maximum effect
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Performance Improvement
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Counseling
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Teaching
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Motivating
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Investigative
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The five types of employee responses and how to address each
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Establishing a coaching plan
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Conducting the coaching session
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Coaching techniques; how and when to utilize them
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Addressing opinions and push-back
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Notes, review, and good summarization technique
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Post-coaching follow-up action planning
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Conducting a post-coaching self-evaluation
Chapter 9 Quality Management Project Planning
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Selecting and prioritizing Quality Management projects
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How to identify high-impact, affordable, worthwhile quality project
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Current capabilities
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Financing criteria
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Staffing requirements
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Potential impact
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Drafting your executive-level business case
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Proposing plans to management for approval
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Selecting, planning, and implementing your CQMP certification project
Certification Process
The Certified Quality Management Professional (CQMP) certification is officially
recognized by the RCCSP Professional Education Alliance and its members.
This is an internationally-recognized certification.
The certification process consists of three parts:
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Participation in a 5-day competency-based CQMP preparatory training course
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A passing score on the online CQMP certification exam
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Completion, review and acceptance of a certification project for your center.
Class Attendance: Participants will complete a five-day instructor-led course,
where they will participate in hands-on learning and group exercises under
the observation of a Certified RCCSP instructor. Upon successful completion
of the course, an online login and password will be sent by email with
instructions for accessing the certification exam.
Certification Exam: After the course, participants will have four weeks in
which to take the online certification exam. The certification exam is comprised
of 75 questions and candidates are given 90 minutes to complete the exam.
Candidates must achieve at least an 80% score in order to obtain certification.
Certification Project: To be completed within 6 months of completing the
course.
Participants will be given a list of project topics and will submit their
topic within two weeks of completing the certification exam.
Topics will include items covered in the certification class such as creating
and implementing:
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Quality policy document
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Quality management vision and mission statements
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Qualty stakeholder analysis
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Stakehold requirements prioritization process
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Quality component development for stakeholder requirement
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Quality component development for caller quality expectations
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New quality monitoring form design and scoring system
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New quality monitoring communication and training plan
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Preparing quality definition documents
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Quality monitoring process plan
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Quality management function operating level agreements (e.g. with executive
management, training, workforce management, etc.)
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Quality team metric scorecard
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Calibration process plan and standard operating procedures
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Quality assessment automation and AI tool requirements definition
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Quality automation and AI tool request for proposal
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Standard operating procedure authoring process, update and distribution
procedures
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New hire training module on quality monitoring
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And many other options
To increase the likelihood of every participant successfully completing the
certification project, a certification project review team member will be
available by phone and email to provide feedback during the work project
portion of the process. The Certified Quality Management Professional CQMP
certification will be awarded upon approval and acceptance of the candidate's
business plan and documents evidencing project completion. Those certified
will receive a custom-engraved crystalline CQMP award and use of the CQMP
moniker.
Course Instructors
RCCSP faculty instructors have executive management, call center management,
and training delivery expertise. They are certified at the
Master Trainer level for delivery of this course and will
adapt the course delivery to meet the needs of participants' varying levels
of experience and differing call center environments. RCCSP's faculty includes
instructors experienced in non-profit and government contact center environments,
in addition to large and small for-profit environments. Instructors
are located throughout the USA.
Registration Fees
The per student registration fee for this training and certification program
is $4,995 and includes:
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5-day instructor-led training course
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All training materials
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Communication profiling tool
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USB-based CQMP toolkit including forms, templates, surveys, checklists and
other resources to jump-start quality improvement initiatives
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Certificate of completion
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CQMP certification exam administration
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Consulting support for certification projects during the boot camp and by
email and phone thereafter
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Engraved, crystalline certification awards for candidates earning certification.
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Morning and afternoon coffee each day
To register, follow the "Register" link below or call (708) 246-0320.
Seminar Schedule
Class Start and Stop Times & Dress Code
Class begins at 9:00 AM and ends at 5:00 PM each day. Morning coffee service
begins at 8:30 AM. Business casual attire is appropriate. No jeans or
sneakers please.
In-House Training Option
In-house, on-site training offers the added benefits of facilitated team
interaction and a confidential environment where plans, processes, and policies
can be openly discussed. For contact centers with a number of quality, coaching,
and training development professionals, on-site training can maximize your
training investment.
All-inclusive pricing for an on-site course delivered at your location is
determined based on a "base fee" for up to four attendees, and a per person
fee for each attendee thereafter.
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Base fee for up to 4 participants - $19,995 includes:
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5-day instructor-led training course
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All training materials
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Instructor's travel and lodging expenses (for course deliveries in the
continental US)
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Materials shipping costs
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USB-based CQMP toolkit including forms, templates, surveys, checklists and
other resources to jump-start quality improvement initiatives
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Certificates of completion
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CQMP certification exam administrations
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Consulting support for certification projects during the boot camp and by
email and phone thereafter
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Engraved, crystalline certification awards for candidates earning certification.
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Additional participants - $1,595 each
Additional travel surcharges apply to travel outside of the continental USA
and for seminars scheduled within three weeks, or paid for within three weeks,
of the course delivery date.
The training site should provide suitable meeting space, any desired meals
or refreshments, and the following presentation supplies:
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Two easels with self-stick flip chart paper and markers
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Projection screen for instructor's power point presentation
For more training course options, see the entire
Contact Center
Training Calendar of dates and locations.
For more IT, technical and field support training course options, see the
Help
Desk, ITIL, and Support Center Calendar.
Terms & Conditions
Seminar agenda and assigned instructors are subject to change.
Payment is due prior to the seminar.
Public seminar cancellation policy.
Registrants may cancel up to fourteen days in advance of the seminar
start date for a full refund, less administrative fees of $400. Or,
you may transfer your registration to another date or member of your company
at no additional charge. Please notify us as soon as possible. Registrants
cancelling within fourteen days of the seminar will receive credit, less
administrative fees of $400, toward any other Resource Center seminar.
On-site training scheduling and cancellation
policy. On-site training fees must be paid to reserve a training
date. Additional travel surcharges will be charged for travel to training
locations outside of the continental USA and for training courses scheduled
within three weeks, or paid for within three weeks, of the on-site delivery
date. Organizations may cancel up to 21 days in advance of the seminar delivery
date for a full refund, less administrative fees of 25% of the base fee.
If for any reason you are unsatisfied with the training, please notify
the instructor by the end of the first day. If you decide to cancel the remainder
of the training program, the instructor will collect all training materials.
Fees paid, less a prorata one-day on-site training base fee plus any
travel surcharges, will be refunded.
Cancellation by provider. In the unlikely event
that a seminar must be cancelled by seminar provider due to unavoidable
circumstances, you will be notified at least two weeks prior to the seminar
date, and your payment will be refunded.
Seminar provider is not responsible for losses due to cancellation including
losses and penalties on advanced or non-refundable airfares.
In all circumstances, seminar provider's liability shall be limited to fees
received.
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What some past attendees say...
"This has to be the best training I've attended. Presented here is the
high level information, breakdown of the process, and implementation aspects
that will directly impact and improve employee and customer satisfaction.
The coursework challenges you to think outside the box, and is focused on
real problems with practical solutions . What I learned here I will be sharing
with my colleagues to drive change at our organization. I encourage anyone
seeking to expand their understanding of quality management and wanting to
help improve the way their organization functions to take this course. This
is absolutely necessary for the overall success of any call center and should
be incorporated into the role requirements for any supervisor, manager, and
director."
-- Manager 211 Quality, Strategic Impact and Community Engagement, Heart
of Florida United Way, Orlando, FL
"The RCCSP Professional Education Alliance team is very knowledgeable,
helpful, and really opens your eyes to a broader picture of how things should
be done in call centers. The course held my attention and was not filled
with a lot of useless information like other courses. The information provided
here was spot on and directed towards all the improvement needed for success.
Very interactive, very engaging with personalized attention"
-- Quality Management Program Specialist, Department of Veterans Affairs,
Martinsburg, WV
"Highly impressed. Excellent resource for any contact center that is serious
about the employee experience and customer experience. Without question,
the best training I've received."
-- Customer Experience & Quality Assurance Supervisor, The Bank of
Missouri, Perryville, ND
"RCCSP is a wonderful resource to provide best in class education and
development for our leaders. The actionable information provided in this
course that can be utilized immediately is tremendous. I believe we will
be able to augment our staffing structure to better support QA and coaching
activities. We will have a stronger footing to directly engage executive
leadership and our teams at large."
-- Director of Strategic Access Operations, University Hospital, Cleveland,
OH
"This is the training course and material we will use to start our Quality
Assurance Program. It was more detailed than other programs or conferences
I previewed. RCCSP is very knowledgeable with a tremendous amount of experience.
This entire course was extremely beneficial."
-- Quality Assurance Coordinator, Basin Electric Power Cooperative, Bismark,
ND
"Very professional and competent as regards the instructor's ability and
the quality of the course. I would train with RCCSP again, definitely, because
of the proven ability of the instructor's knowledge and way of teaching,
and the quality of the course."
-- Quality Assurance Manager, Multi Contact Ltd., Curepipe, Mauritius
"As a result of this training, I anticipate positive improvement in coaching,
improvement in hiring and attrition, and improvement in the QA
process."
-- Managing Director, Rollins, Inc.
"RCCSP's robust certification process certainly adds value to this training.
The emphasis on passing an exam ensures the knowledge is retained and useful
on the job. The certification project requirement ensures a positive return
on investment to the business. I look forward to taking some of RCCSP's more
advanced courses after this experience."
-- Manager, EHI Inc.
"WOW - where do I start - this was very educational, covering many topics
I would never even have thought of. Our center will be developing SOPs, training,
nesting, true coaching, and using DiSC. If I may - Flippin' Awesome!"
-- Operations Management Consultant, Florida Department of Children and
Family Services, Miami, FL
"Very valuable. We will be putting structures in place for training and
quality monitoring as a result of this course. The instructor is very experienced
and takes time to explain and provide guidance to her audience. She is very
professional, fun and focused. I totally enjoyed the experience. Practical
and mentally taxing, this course gives you the opportunity to share in other
attendees' experiences."
-- Quality Assurance Manager, Heritage Banking Company Ltd., Lagos,
Nigeria
"I plan to confidently go forward with more 'official' standard operating
procedures and implement a quality monitoring program. As a call center
professional of over 19 years, I've realized there is so much more to learn.
I would absolutely attend another RCCSP course."
-- Contact Center Director, Scottsdale Medical Imaging, Scottsdale, AZ
"The training was intensive and very hands-on. It provided the insight
we need - looking at the contact center from a different perspective. I gained
a lot of terminology and ideas I can to put to use. This is a knowledgeable
organization, with an abundance of information and years of
practice."
-- QA Program Coordinator, Switchboard of Miami, Miami, FL
"Valuable, solutions oriented and slightly painful in a good way."
-- Quality Assurance Technician, U.S. Department of Defence, Finance and
Accounting Services, Rome, NY
"This training program was more on-point than other contact center courses
I've attended. It was very detailed and offered helpful information. I anticipate
improving our coaching program as a result. Very professional."
-- Quality Analyst, Metro PCS, McKinney, TX
"Very Good. The instructor relates to each individual and adapts learning
accordingly. Information is valuable and personalized"
-- Nathan Schuldt, Quality Assurance, Accelerated Payment Technologies,
Pleasant Grove, UT
"RCCSP is extremely knowledgeable in all things contact center. Reference
materials are excellent. Instructor was professional and engaging. This course
was very informative and held my interest. After attending, I will be developing
program-specific refresher training and revamping the quality form for our
quarterly quality reviews."
-- Program Analyst, Transportation Security Administration (TSA), Arlington,
VA
"RCCSP is very knowledgeable and trustworthy. Training dives deep into
areas where managers and specialists can benefit to improve our contact center.
We will be updating quality monitoring forms to help with behavior
change."
-- Assistant Manager, Information and Referral, United Way
"After attending, I am expecting a lot of really great small gains in
terms of coaching and monitoring that will drive positive growth and capacity.
I'm left with a positive, professional sense of RCCSP and their good
work."
-- Assistant Director of Global Advising Center, Global Educators,
Northampton, MA
"The course materials and resources were very helpful. We will be making
improvements to the Quality program, increasing cross training, and sharing
knowledge with other departments."
-- Quality Assurance Manager, United Way of Greater Atlanta
"Good info. I anticipate quality changes and a shift in focus off what
we know already towards new initiatives as a result of this course."
-- Customer Service Manager, Zappos, Las Vegas, NV
"My initial thought was to verify if the Alliance certification carried
any weight. But, after surfing the web for alternatives, I was referred back
to RCCSP. By far the best!!"
-- Associate Contact Center Manager, ICF International, Fairfax, VA
"This is way better than other training classes. The positive takeaways
are too many to count."
-- Assistant Manager, Comprehensive Health Services Medical, Cape Canaveral,
FL
"The relevant, open, flexible discussion format provided significant education
and insight into many facets of the customer service arena. Being new to
management in a call center environment, this was really valuable for my
personal growth. A worthy investment for our agency."
-- Quality Control Program Manager, DFAS, Indianapolis, IN
"I expect to see better attention to the customer experience and increased
quality as a result of this training. RCCSP is helpful, supportive and
professional. I would attend another RCCSP course, to increase my knowledge
base and help me be better at my job."
-- 2-1-1 Director, United Way of Salt Lake City, Salt Lake City, UT
"This course was excellent. The instructor provided a significant amount
of crucial information in a manageable format. The quality of our customer
services will drastically improve with the information received. RCCSP has
a grasp on industry standards and provides creative tools to help centers
meet and exceed them."
-- Call Center Supervisor, Prison Fellowship Ministries, Landsdowne, VA
"This class is a 5 out of 5. I learned quite a lot and am excited to share
my knowledge with the rest of my team. I'll get a return on this investment,
with continued improvements to mentoring and coaching of staff for upward
mobility. I want to next attend the RCCSP Workforce Management Certification
Boot Camp, Comprehensive Call Center Metrics, and the Call Center Engineering
Certification course."
-- Call Center Director, Universal Companies, Abingdon, VA
"The value of this training is huge. RCCSP is an impressive organization
on providing training and mentoring. All the material we reviewed during
the training was very complete and helpful, and delivered
effectively."
-- Quality Assurance Assistant, 211 San Diego, San Diego, CA
"This course was designed to give us exactly the type of information that
we needed to improve our contact center and our statewide system. The information
was relevant, valuable, and backed by scientific evidence. I appreciated
receiving best practices information -- the new stuff, but especially the
information that I generally knew (or thought I knew) but didn't have the
science to back up my actions! The RCCSP has done the leg work to provide
us with information that we can share with our centers that has scientific
backing -- giving us strength to take it back."
-- 2-1-1 Program Director, HandsOn Battle Creek, Battle Creek, MI
"I expect an increase in coaching and quality assurance in our center
following this training. It was extremely well prepared and researched, much
more comprehensive than other call center training courses I've attended
in the past."
-- Director, United Way of Greater Houston, Houston, TX
"Very professional training course and company. We will be redesigning
training and reviewing the QA process, starting with a SWOT
analysis."
-- Quality Assurance Manager, Metro PCS, Richardson, TX
"I expect positive changes in the performance and efficiency of the call
center as a result of this training. I would attend another RCCSP training
in order to further my knowledge on practices applicable to the call
center."
-- HR and Quality Manager, Multi Contact Ltd, Curepipe, Mauritius
"Very valuable. We will be putting structures in place for training and
quality monitoring as a result of this course. The instructor is very experienced
and takes time to explain and provide guidance to her audience. Practical
and mentally taxing, this course gives you the opportunity to share in other
attendees' experiences."
-- Quality Assurance Manager, Heritage Banking Company Ltd., Lagos,
Nigeria |
Recommended Follow-on Courses:
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Comprehensive
Contact Center Metrics
Call Center
Manager Training and Certification
Call Center
Executive Management Boot Camp
Survey Design
and Analysis Workshop
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